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Underpinning of a successful IT help desk Major incident management in Service. Desk Plus

How Zylker handles major incidents Ezee. Bill, the billing software of Zylker, crashes and what happens thereon!

Say hello to Zylker IT FOLKS BUSINESS USERS SCOTT IT TECHNICIAN DAVE HIRING MANAGER JASON IT TECHNICIAN CIO MARCUS CATRIN IT SERVICE MANAGER ADAM IT TECHNICIAN WENDY HR JOHN END USER

How things should work STEP 1 SCOTT IT TECHNICIAN Scott receives a notification of the incident. Keeps users informed of the progress. Escalates to service manager. END USERS STEP 2 Catrin forms an incident investigation team. Keeps the CIO informed of the status. CATRIN IT SERVICE MANAGER MARCUS, CIO STEP 3 Incident investigation team analyze. Find a resolution quickly. Service is restored. ADAM IT TECHNICIAN JASON IT TECHNICIAN

How things work at Zylker! For the nth time, any update? NO. There isn’t any update! What’s happening? The chairman is on the line! Who handled the call today? ! Let me take this call first. I know this happened before. We can solve this in minutes if I can dig through all my emails!

The impact What went wrong? END USERS NOTIFIED COMPLEXITY IN TRACKING End users were notified on the outage and the status of their tickets which gave rise to high volume of calls and walk-ins No proper mechanism to track IT tickets. Lack of ownership. SLA BREACH Lack of automation to prioritize and assign tickets to the right technicians speed up the resolution process LACK OF AUTOMATION Lack of automation to prioritize and assign tickets to the right technicians speed up the resolution process

Major incident management with Service. Desk Plus How Zylker handles major incidents the Service. Desk Plus way!

AUTOMATED TICKET CREATION AND NOTIFICATION FEATURE: BUSINESS RULES Since Ezee. Bill is a business critical application, as the IT service desk manager and admin, Catrin adds business rules in Service. Desk Plus to handle tickets related to the Ezee. Bill outage. She gives the rule name, description, sets the priority to high, places the tickets in the application management group, and self assigns the tickets. Further, she configures notifications to get notified whenever there is an incoming Ezee. Bill ticket. Catrin defines the rule name as Ezee. Bill outage and gives a description Sets priority as high. Places the Ezee. Bill tickets to application management group and self assigns the tickets. Configures mail and SMS notifications.

NOTIFIYING IT TECHNICIANS ON TICKET CREATION FEATURE: : PUSH NOTIFICATIONS Catrin receives push notifications on her mobile whenever an Ezee. BIll ticket is created and assigned to her.

CHECKING TECHNICIAN AVAILABILITY BEFORE ASSIGNING TICKETS FEATURE: SCHEDULER – LOGGED IN TECHNICIANS/TECH AVAILABILITY CHART Once Catrin is notified of incoming tickets, she needs to assemble a team. Catrin uses the scheduler in Service. Desk Plus to check the list of logged in technicians. She is in particular looking for Scott, but he’s not available on that particular day. Catrin views the logged in technicians and finds Scott missing

CHECKING FOR BACKUP TECHNICIANS BEFORE ASSIGNING TICKETS FEATURE: SCHEDULER – BACKUP TECHNICIAN CHART Catrin uses the backup technician view and figures out that Jason is the backup technician for Scott. Catrin forms an incident investigation team that includes Jason and Adam. Catrin figures out the backup technicians is Scott and assigns the task to him.

MARKING LEAVE OF ABSENCE FEATURE: SCHEDULER – MARKING UNAVAILABILITY Before the Ezee. Bill crash, Scott uses the scheduler to mark leave of absence. Clicks on the icon to mark leave of absence.

CONFIGURING A BACKUP TECHNICIAN TO HANDLE INCIDENTS IN A TECHNCIAN’s ABSENCE FEATURE: BACK UP TECHNICIAN Scott configures the backup technician as Jason to handle all tickets while he is away. Clicks on the link to configure the backup technician. 3 things a technician can do when he/she is on leave.

NOTIFYING END USERS AT EVERY STEP FEATURE: ANNOUNCEMENTS and USER GROUPS Catrin uses announcements in Service. Desk Plus to notify the end users. She uses user groups to display the announcement to those end users using Ezee. Bill. Announcements sent to relevant user groups.

KEYWORD SEARCH TO ADD A RESOLUTION FEATURE: KNOWLEDGE BASE Jason and Adam use the keyword search quickly pull out a solution from the knowledge base and resolve the incident. Catrin selects the solution and copies it to the ticket. ¸

UNDERLYING THE ROOT CAUSE OF AN INCIDENT FEATURE: CREATING A PROBLEM Catrin doesn’t wish to stop with providing a workaround. She wants to resolve the incident and creates a problem from within an incident to find the underlying root cause. Catrin creates a problem from within an incident.

ASSOCIATING INCIDENTS FEATURE: ASSOCIATING RELATED INCIDENTS TO A PROBLEM Catrin associates all related incidents to the problem she just created. Associates all related incidents to the problem.

CLOSING ALL RELATED INCIDENTS IN ONE SHOT FEATURE: PROBLEM CLOSURE RULES As a final step, Catrin configures problem closure rules to close all associated incidents when a problem is closed! Configures problem closure rules to close all associated incidents when a problem is closed.

A happy ending with Service. Desk Plus! ENSURE Technician availability chart and backup technician ensure help desk accountability 3 PUBLISH COMMUNICATE Announcements are displayed to end users to keep them informed of the status. 4 2 Knowledge base allows the technicians to pull out a published solution from the knowledge base (KB) using a keyword search. AUTOMATE 1 CREATE Ticket creation is done via the self-service portal, email, or phone NOTIFY Push/SMS notifications keep the IT team informed of the incoming tickets. Based on preconfigured business rules the tickets are prioritized and assigned to relevant technicians. SLAs ensure response times and escalation paths 5 7 6 CLOSURE Problem closure rules allows technicians to associate all related incidents to a problem and close all those incidents when the problem is resolved

What customers say Service. Desk Plus has been a great decision both functionally and financially. James Arnold Service desk manager Manhattan Associates

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